Final answer:
To add restrictions on moving incidents from one state to another, you may need to modify elements like the IncidentState UI Policy, Records State Transition table, Save UI Action script, or the IncidentState script include. The correct approach depends on the specific system's architecture.
Step-by-step explanation:
To add a restriction on moving incidents from one state to another, you would typically need to modify the system's workflow or business logic related to state transitions. This will likely involve interacting with one or more of the following elements within a ticketing or task management system:
- UI Policy: If the system uses a UI Policy to manage the states of incidents, you may need to modify the IncidentState UI Policy to include the specific restrictions you want to enforce.
- Record State Transition: Some systems have a Records State Transition table where transitions between states are defined. By modifying records in the Records State Transition table, you can control which transitions are allowed.
- UI Action Script: If there are UI actions that trigger state transitions, you may need to modify the script of these actions. For example, changing the Save UI Action script can enforce restrictions during the save process.
- Script Include: Lastly, modifying the IncidentState script include can also integrate restrictions directly into the underlying business logic that controls state transitions in incidents.
Choose the method that aligns best with the architecture and design of your specific system. In a platform like ServiceNow, these approaches are common for managing state transitions in the incident lifecycle.